ServiceTitan

Manager, Customer Success

ServiceTitan

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇺🇸 United States

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Salary

💰 $113,100 - $151,300 per year

Job Level

Mid-LevelSenior

About the role

  • Build a positive team environment while developing impactful relationships with key internal stakeholders across various ServiceTitan departments and with Success Managers.
  • Set and maintain standards for customer success within ServiceTitan that are aspirational and consistently provide our customers the experience they expect and deserve.
  • Coach and motivate team members based on their unique skill sets, maximizing their strengths and engaging in meaningful conversations around growth opportunities.
  • Implement processes and frameworks where needed, leveraging data and observations to iterate on what is already in place to take the team to the next level of effectiveness.
  • Ensure for data integrity and accuracy across all platforms and workstreams.
  • Advise on strategic customer engagement plans to drive value and ROI across the Corporate book of business.
  • Equip and Empower CSMs with the fundamental role clarity, knowledge, skills, processes and tools to achieve their goals/OKRs.
  • Manage team performance at the highest standard through weekly 1:1s, progress reports, goal tracking, and aligning to the needs and urgency of the organization.
  • Track KPI’s for your respective team to effectively measure impact and performance in an actionable, data-driven manner.
  • Anticipate risks and issues and proactively identify optimal solutions for preventing these or solving them as they arise.
  • Inform the strategy for quarterly plans and goals for the team according to forecasted needs.
  • Manage and document customer escalation calls.
  • Hire and Retain an exceptional team of Success Managers with clear demonstration of cultural characteristics and competencies.
  • Help develop team members with a focus on continued professional development.
  • Travel: Up to 10% travel required.

Requirements

  • 5+ years of experience in customer success or account management roles within the SaaS industry.
  • 2+ years of people management experience within a customer facing department.
  • Proven track record of successfully managing and developing high-performing teams.
  • Strong understanding of customer success best practices and methodologies.
  • Excellent communication, interpersonal, and problem-solving skills.
  • Ability to work collaboratively across departments and influence cross-functional teams.
  • Proficiency in customer success software (e.g., Gainsight) and CRM systems (e.g., Salesforce).
  • A customer value, ROI, and business outcome-driven mindset.
  • Analytical mindset with the ability to leverage data to drive decisions.
  • Strong de-escalation and problem-solving skills.
  • Self-starter that thrives in an entrepreneurial, fast-paced environment with the demonstrated capacity to lead, motivate and work well with others in a remote environment.
  • Quick thinking, fast learning, and solution-oriented, with an ability to think outside the box and see things through to resolution.
Benefits
  • Flexible time off with ample learning and development opportunities to continue growing your career.
  • Comprehensive onboarding program, leadership training for Titans at all levels, and other programs and events.
  • Great work is rewarded through Bonusly, peer-nominated awards, and more.
  • Company-paid medical, dental, and vision (with 100% employer paid options and 90% coverage for dependents).
  • FSA and HSA.
  • 401k match, and telehealth options including memberships to One Medical.
  • Parental leave and support, up to $20k in fertility services (i.e. IUI and IVF), surrogacy, and adoption reimbursement.
  • On-demand maternity support through Maven Maternity.
  • Free breast milk shipping through Maven Milk.
  • Pet insurance.
  • Legal advisory services.
  • Financial planning tools.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
customer successaccount managementpeople managementdata integrityKPI trackinganalytical mindsetproblem-solvingde-escalationprocess implementationteam performance management
Soft skills
communicationinterpersonalcollaborationinfluencecoachingmotivationstrategic thinkingself-starterquick thinkingsolution-oriented